Position Description Template s2

Position Description

Position Identification Date Revised: June 2014

Position Title Technical Operations Officer

Operating/Service Unit Technology – Production Application System Support Team / Location Wagering Retail Outlet Technical Help / Albion Position Reports To Coordinator – Wagering Retail Office Key Employee Licence (s) Tasmanian Gaming Technician license On-Call Roster Yes

Department / Team Objective The Technical Systems & Operations Group within Technology Division is responsible for creating, delivering and maintaining shared infrastructure services that are capable of meeting the needs of the three Operating Units across Tatts Group. This involves the creation of an integrated architecture, implementation of infrastructure projects and the maintenance and support of the environment to meet defined service level agreements.

The Wagering Retail Office Team is responsible for providing first and some second level technical support for all wagering systems to ensure business continuity and a high standard of customer service to over 1290 retail outlets including TAB’s.

Internal Fit This position reports to the Coordinator – Wagering Retail Office. It has no direct reports.

Position Purpose The purpose of the position is to provide first and second level technical support. This role supports the functions of the Wagering Retail Office, and more broadly the Technology service unit.

Key Accountabilities

. Provide first and some second level technical phone support to the retail outlets across multiple states and territories across Australia.

. Extract/monitor/evaluate alarms that may be triggered from a retail outlet and take appropriate steps. This includes identifying issues which require escalation to senior technical operational officer / Coordinator – Wagering Retail Office.

. Work within agreed Service / Operating Level Agreements and KPI’s.

. Maintain accurate records for all incoming calls/requests and provide regular progress updates for current and outstanding incidents.

. Test all communications equipment problems logged, reporting faulty equipment or services to external suppliers to resolve faults and schedule site visits.

. Maintain timely, efficient and professional communication with all stakeholders to ensure business continuity and a high standard of customer service for all wagering clients.

Reviewed: June 2014 Tatts Group Limited Page 1 of 3 Human Resources ABN 19 108 686 040 Critical Relationships

Internal External

 Wagering Development Teams  Wagering retail outlets  Telebet  Telstra  Bytecraft  3rd party contractors  3rd Level Technical Support Teams

Person Specification

Qualifications

. Tertiary qualification in IT, Computer Engineering or Information Technology with experience in Software Engineering (or equivalent).

. A Tasmanian Gaming Technician license or the ability to obtain one is essential.

Experience

. Industry based experience in wagering equipment would be highly regarded

. Highly developed verbal communication skills in a call centre environment

. Exposure to Telstra Wide area networks or similar network configurations i.e Juniper will be advantageous

. Demonstrated ability dealing with and administering WLAN configurations and Cisco technologies would be advantageous

Knowledge

. Strong technical knowledge – Linux and communication protocols

o Linux systems (Debian and Poky)

o Windows 7 – 13 Environments (including Server, Embedded and Office applications) o TCP/IP configurations and applications

. Good understanding of real time systems, along with integrity, reliability and performance impacts.

Values - Behaviours

. Be amazing – go above and beyond to deliver the very best

. Create positive change – continually innovating and improving

. Do it with Heart – Be passionate and committed to your work and your customers

Reviewed June 2014 Tatts Group Limited Page 2 of 3 Human Resources ABN 19 108 686 040 . Own it – Work hard, take the lead, act quickly

. Play as a Team – work independently and autonomously but as part of a great collaborative team

. Have fun – find enjoyment in what you do, focus on the positives, keep smiling and celebrate your achievements

Reviewed June 2014 Tatts Group Limited Page 3 of 3 Human Resources ABN 19 108 686 040